Refund Policy - Planet Pre-Paid - (Retail Store purchase / Online purchase)
Retail Store purchase
Returning a Product
Customers who purchase a modem from one of our retail stores must not return the modem back to the place of purchase. All returns must be handled by Planet Prepaid head office. If you believe your hardware may be faulty on arrival, please call customer service on 1300 765 467 during business hours.
Hardware Warranty
The only warranty provided is Dead on Arrival (DOA). If the modem fails whilst trying to activate the service for the first time, you will need to return the modem to us for testing.
Planet Pre-Paid will not provide a refund or replace a product that has been misused, mishandled or incorrectly installed or serviced. It is the responsibility of the customer to ensure that all instructions and advice or warnings given by the manufacturer or supplier are followed.
Return Merchandise Authorisation - A Must Have
Once our Customer service department has troubleshooted the hardware over the phone and believes the product may be DOA, a Return Merchandise Authorisation (RMA) will be issued. Products cannot be returned without a RMA Number. The Product should be returned to Planet Prepaid within 30 calendar days of the issuance of the RMA Number. Where possible, all Products must be packed in the original, unmarked packaging including any accessories, manuals, documentation and registration that shipped with the Product.
When a Replacement Product is arranged:
A replacement for the same Product that you ordered will be shipped to you at our expense after we have received your returned DOA Product.
The delivery time for the replacement Product will be the same as stated for the original DOA Product.
Online purchase
Returning a Product
If you believe your hardware may be faulty on arrival, please call customer service on 1300 765 467 during business hours.
Hardware Warranty
The only warranty provided is Dead on Arrival (DOA). If the modem fails whilst trying to activate the service for the first time, you will need to return the modem to us for testing.
Planet Pre-Paid will not provide a refund or replace a product that has been misused, mishandled or incorrectly installed or serviced. It is the responsibility of the customer to ensure that all instructions and advice or warnings given by the manufacturer or supplier are followed.
Return Merchandise Authorisation - A Must Have
Once our Customer service department has troubleshooted the hardware over the phone and believes the product may be DOA, a Return Merchandise Authorisation (RMA) will be issued. Products cannot be returned without a RMA Number. The Product should be returned to Planet Prepaid within 30 calendar days of the issuance of the RMA Number. Where possible, all Products must be packed in the original, unmarked packaging including any accessories, manuals, documentation and registration that shipped with the Product.
When a Replacement Product is arranged:
A replacement for the same Product that you ordered will be shipped to you at our expense after we have received your returned DOA Product.
The delivery time for the replacement Product will be the same as stated for the original DOA Product.
Fax: 1300 137 135